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CALL
CENTER WORKFORCE MANAGEMENT CHECKUP
The Call Center School (TCCS) can
evaluate the effectiveness of your workforce planning and management function
with our Workforce Management Checkup. TCCS combines more than 40 years of
specialized workforce management experience with a unique diagnostic approach
to identify problems and identify recommendations for improvement in the area
of contact center staffing. The WFM checkup is a subset of our full-service
call center checkup, and focuses on the forecasting, scheduling, and intraday
management procedures, as well as utilization of WFM tools.
The TCCS WFM Checkup is an operational “house call” that includes an analysis of your call center’s WFM
technologies, procedures, operational policies and personnel utilization.
We interview your frontline staff and supervisors, management team, and WFM specialists; monitor your WFM processes
and systems; and examine your performance reports to make recommendations for
improved utilization of the valuable staffing resource in your center.
This review identifies areas that are working
well in addition to opportunities for improvement.
What does the TCCS WFM Checkup include?
Our comprehensive approach provides you with:
- An overview of the current state of the call
center’s WFM people, processes, and technology
- A comparison between current operations and the
vision identified to meet management objectives
- A review of reasonable options for remedying the
problems
- Recommendations on how WFM can improve the
overall performance of the center
How does it work?
The TCCS WFM Checkup begins with a conference call in which our consultants review your center’s overall strategy
for customer contact management and identify specific concerns to be addressed in the analysis.
We keep you involved in every step. You are provided with a list of
specific documents and information to be supplied to TCCS so that we can
perform the initial analysis. This documentation typically includes the following:
- Organization chart
- Speed of answer goals
- Vendor, model and version of ACD
- Vendor, model and version of WFM tool
- Call routing process documentation
- Email/web handling processes
- Outsourcers used
- One week of representative ACD and WFM data
- Scheduling rules and/or restrictions
- Disaster recovery plans
- Current WFM team staffing and roles
- Current team schedules
- WFM team training plan
- Cost-per-call information
- Value-per-call information
- Identification of workload drivers
- Priority list of outstanding problems
- Anticipated changes in the near future (technology,personnel, etc.)
What will you will receive?
Upon receipt of the relevant available data, a specific date
is scheduled for the site visit by the TCCS consultants. The site visit
typically includes two days of on-site observations and interviews by the TCCS
consultants. At the end of the site visit, TCCS will meet with the appropriate
members of the call center and WFM management team to report on preliminary
findings. Within 10 days of the site visit, TCCS will provide a written report
summarizing the results of the review including short-, mid-, and long-term
recommendations.
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